Real-time chat message preview enabling to view the message during the writing process

ABSTRACT

The embodiment constitutes a new product of the nature of the technical disclosure coherent with communication systems as chats or other messaging channels. It constitutes a ready-to-implement solution allowing to arrange message preview during the writing process. The embodiment is created particularly to be implemented in communication systems as chats or other real-time messaging softwares. The embodiment shall adapt to any of known communicator forms as the main idea of it is to facilitate preview in the communication window.

BACKGROUND

The embodiment relates to the need for timely customer service andproviding technical support. It shall allow to the chat agent to viewthe message before the message is being factually sent to enable abetter understanding of the end-user of the embodiment. In thissituation, by the end-user, one shall understand each person contactingbusiness representatives, sales teams or webpage support via chatimplemented on the webpage. As the embodiment addresses, one shallunderstand anyone who uses chat on a daily basis and may be interestedin a better understanding of the customer. The embodiment shall supportcustomer service efficiency and raise work effectiveness due to thepossibility to preview the message of the end-user during the writingprocess. Real-time data presentation shall serve as the corefunctionality of the embodiment which shall only depict the content ofnot sent message without further save or edition possibilities andconsequently its aim shall serve only within informative dimensiontowards the embodiment user. The embodiment shall differ from purelyinformative solutions presenting only information that writing is inprogress as solutions implemented in numerous communication systems. Itshall give a value to the embodiment user by not only informing thatthere is an upcoming request but also by presenting the content ofwritten message before it is sent.

DESCRIPTION OF DRAWINGS

FIG. 1—Chat application widget where the embodiment may be implemented.

FIG. 2—The embodiment flow depicting dependency upon text implementedvia chat being displayed before sending in the chat agent window.

FIG. 3—Steps required to trigger the embodiment workflow with timeupdate criterion and data display flow.

FIG. 4—Relation between end user chat window and the embodiment user(agent chat window) with the embodiment being implemented.

DETAILED DESCRIPTION

The idea of the embodiment is built upon the assumption that previewingof not yet send message may constitute value for business owners and mayaddress a need for efficient customer service which becomes crucial asthe element of a well-maintained business process. The embodiment wascreated for communication channels as chat solutions enabling real-timeconversations. The solution is implemented in the chat widget (FIG. 1)and oriented around previewing to the chat agent any content beingeither written or copy-pasted and then possibly edited in the textinsert field from FIG. 1.

FIG. 2 presents the flow of communication between the embodiment andother elements cooperating and existing components of the chat widgetwhere the embodiment may be implemented. According to FIG. 2, the flowstarts with end-user action, namely keystrokes which shall be understoodas a trigger in the process of embodiment functionality. As the typingoccurs in the chat widget (FIG. 1), the embodiment starts sending anetwork request to the chat server which shall allow display ofinformation collected at the end-user chat window. Afterward, theembodiment sends a server response to the application of the embodimentuser (agent) with a constantly updated version of a text written at thelevel of the end-user chat window. As presented by FIG. 2 the embodimentshall refresh the version and send it to the chat agent through the chatserver each with the frequency 500 ms maximum. What is crucial inworkflow suggested by the embodiment, data display and refresh is notconditional upon the end of typing, in fact, the embodiment shall sendan updated version of the content each <500 milliseconds regardless ofthe state registered within texting tab (FIG. 1). FIG. 4 presents thereal-time processing flow which shall allow displaying the unsentmessage content from the end user chat window (FIG. 4) in the chat agentwindow (FIG. 4). Such early message display shall not only serve assupport for the chat agent to understand the needs of the customer butshall also speed up the process of response as the agent is able toprepare it during the typing process being conducted by the chat enduser (potential customer). The embodiment may be used in different typesof live chat solutions based upon real-time message display. Theembodiment may also find its applicability for different types ofcommunication channels allowing to display messages instantly afterbeing sent. Consequently, the invention described above constitutes anin-application implementable method which may fit-in to differentsolutions concerning communication.

SUMMARY

The embodiment may be implemented in any real-time conversation channelas live chat or any other communication channel. The embodiment allowspreviewing unsent messages by the end user (potential visitor orcustomer of the webpage or application where the embodiment isimplemented). The preview is displayed in the chat window of the agentresponsible for the contact with the customer. The text written in thechat window by the end user shall be refreshed each 500 ms regardless ofthe writing flow (message shall be visible in the chat window of theagent even if the end user is still writing) as presented by FIG. 4.

The embodiment shall address the issue of the responsive customerassistance via web page or application where chat or other communicationchannel is implemented. By the preview of the unsent message, theembodiment user (agent) is able to prepare a timely response and observethe request preparation flow what may provide better customerunderstanding.

What is claimed:
 1. The embodiment is a system which allows displayingan unsent message in chat or other real-time communication channels. 2.The embodiment is based upon real-time processing and displays messageaccording to FIG. 4 in the end user chat window with a regular update nolonger than 500 ms.
 3. The embodiment is capable of message display andthe message shall not be stored on any embodiment's server or the serverof the chat solution where the embodiment is implemented.